Customer Service Associate - Arabic
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Job Summary:
Under general supervision, the Customer Experience Specialist (CES) is the point of contact for all company/customer questions, product inquiries, and order status. All CESs are to handle customers in a professional manner which creates customer loyalty by providing service that exceeds customer expectations.
Job Expectations:
- Work directly with customers via e-mail, phone, chat, and social media
- Work with warehouse and/or logistics partner companies to resolve inquiries & exceptions
- Respond promptly to all customer inquiries
- Obtain and evaluate all relevant information to handle inquiries and complaints
- Handle and resolve customer complaints
- Manage customer accounts
- Record customer contacts: comments, details, and action taken
- Communicate and coordinate with internal departments
- Follow-up on customer interactions
- Process RMAs
- Escalate customer issues as necessary for timely resolution
Knowledge, Skills and Abilities:
Required:
- A professional, positive, and enthusiastic attitude – customer centric
- Bilingual (may be required) – English + other language
- Interpersonal skills
- Communication skills - verbal and written
- Listening skills
- Problem analysis and problem solving
- Attention to detail and accuracy
- Knowledge of customer service principles and practices
- Adaptability
- Initiative
- Stress tolerance
- Willing to work weekends if needed
Equipment Knowledge:
- Computer literate – Gmail, MS Office (Word & Excel)
- Ability to type 40 WPM
Experience Requirements:
Generally requires a minimum of two (2) years related experience, typically in a contact center environment.
Education Requirements:
High school diploma required. Associate’s degree preferred or a combination of education and equivalent experience.
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